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The Jira integration is in closed beta. If you’re not yet enrolled and are seeing issues, contact [email protected] for access.
Before debugging, have this ready:
  • Your Atlassian Cloud and the email used for the .
  • The specific recommendation or insight you tried to push to Jira.
  • Access to Settings → Integrations in your OpenCX dashboard.
Re-run Verify in Settings → Integrations → Jira as your first step. Most issues are credential or permission related.

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Common scenarios

Jump to the symptom that matches what you’re seeing.

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”Failed to verify credentials” on save

: wrong domain format, expired token, or mismatched email. Fix:
  • Use the full Atlassian domain — e.g. acme.atlassian.net. The domain must include atlassian in the hostname.
  • Regenerate the API token in Atlassian account settings if the current one may have been revoked.
  • Confirm the email matches the Atlassian account that generated the token.

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Connected but no issues appear in Jira

: the API token’s account lacks access to the target Jira project, or the default issue type doesn’t exist in that project. Fix:
  1. Confirm the Atlassian account behind the token has access to the target project in Jira.
  2. In OpenCX, check that the default project and default issue type are set in Settings → Integrations → Jira.
  3. Navigate to AI Recommendations or Customer Insights and explicitly push an item to Jira. Issues are created on-demand — they are not generated automatically in the background.
Issues are created when you push a recommendation or insight to Jira from the OpenCX dashboard. If you’ve connected Jira but haven’t pushed anything yet, no issues will appear.

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Wrong project or issue type on created issues

: organization defaults overriding per-issue selection. Fix: check the defaults in Settings → Integrations → Jira. When pushing a recommendation, use the project and issue type override to target a different project.

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Field mappings not appearing on issues

: mapping not active, field ID mismatch, or the Jira field isn’t available on the target issue type’s screen. Fix:
  1. Open the field mappings in your Jira integration settings and confirm the mapping is saved.
  2. In Jira, confirm the custom field is added to the screen for the issue type you’re creating. Jira hides fields that aren’t on the issue’s screen, even if the API sets them.
  3. Re-push a recommendation to test — field mappings apply at creation time only.

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Project or issue type missing from the selection

: the API token’s account doesn’t have access to that project, or the issue type isn’t available for the selected project. Fix:
  • Confirm the Atlassian account has at least browse permission on the project.
  • Issue types are loaded per project — switch to the correct project to see its available types.

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None of the above

If your issue doesn’t match any scenario here, contact support with:
  • Your OpenCX organization name.
  • The Atlassian domain you’re connecting to.
  • The specific action you took and the error message (or lack of expected result).

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Limits and timing

OpenCX does not retry failed issue creation automatically. If an issue fails to create (e.g. due to a temporary Jira outage), push the recommendation or insight again once Jira is back.

Connect Jira

Re-verify credentials and check field mapping setup.

Issue Flow

How issues are created from recommendations, insights, and conversations.

Overview

Capabilities and observability features.

Handoff

Global handoff rules and escalation settings.